Sitting in her plush, window-view corner office in the Log Cabin Bedding Enterprises corporate building, CSR Manager Goldilocks was reviewing the latest message from Oracle regarding the upgrade project for her Oracle Service Cloud site. Thinking aloud to herself (which she often did), "Well, Oracle Upgrade Engineering has finished their work for the upgrade project and have handed
-off the Upgrade site to us for User Acceptance Testing (UAT). How should I get this done to make sure all of our customizations and critical functionality perform the same with this new version of the product?"
Thinking to herself, Goldilocks tried to work through different testing approaches to complete UAT for the upgrade project. "Testing every piece of functionality that we use in the product will require an extraordinary amount of resources and I know our CEO, Nathanial "Pappa" Bear, would not be happy if I spent a lot of resources on an upgrade project. That sounds like too much testing."
"Or, I could just run through the Upgrade site myself, or maybe even have one of my CSR reps do it real quick. However, if we miss something in our testing that causes a problem after the upgrade to the new version, then our VP of Marketing, Chris "Baby" Bear, will be really upset and I'll be in meetings and writing Root Cause Analyses' for weeks. That sounds like too little testing."
"Maybe, just maybe, I can come up with a way that will test all of our customizations and business critical functionality but not go too far or involve a large resource cost. A middle-of-the-road method that will still determine if there are any issues with the new version. This would keep management happy and give us access to all the newest functionality available in the latest release from Oracle Service Cloud, making our COO, Erica "Mamma" Bear, super happy. The Browser User Interface, Chat functionality updates, Social Monitoring, etc., are exactly what she has been looking for in the product. That sounds just right, I think."
Continuing her thinking out loud (lucky for us readers), Goldilocks envisioned what her preparations needed to be to make her 'just right' testing plan successful. "Let's see, my upgrade project manager from Oracle provided a link to one of their knowledge base answers with some guidance for upgrade testing...Answer ID 8643, I think. That's it! Let's see, I can get started with my testing plan. Setting up Test Servers with our IT staff to test CRON jobs or data transfers, got it. Making sure our workstations are compatible with the latest version requirements. I'll have Dave do that. Documenting all of our critical business workflows will be his task. That's a good idea. That way, I can use anyone in the CSR group to test, since they will have it all laid out in front of them. Testing first in Production and then in the Upgrade site and noting any differences..."
And on she planned (out loud), eventually getting her plan just right. "This will be perfect. We can skip over the basic product functionality and concentrate on those areas that are critical to our business. That will ensure that we have tested the areas that will impact our business, should there be any changes in the product's behavior. And, we can keep the resource requirements to a minimum."
The next week, after UAT was completed and the upgrade cutover finished, Goldilocks was reviewing the upgraded site and completing a few last-minute post-cutover validations. Thinking to herself (yes, out loud again), "That went great! And, I have read some Community posts about the Auto Upgrade Program and how it could keep my site upgraded regularly, with every quarterly release of the Service Cloud product. I wonder what it would take to get enrolled into that Program?" And, as often happens in fairy tales, a new email arrives from Oracle, telling her that her site is now eligible for the Auto Upgrade Program. Thinking, "This will be awesome! I don't have to perform UAT testing anymore - all my customizations are built using Oracle's Managed Frameworks however, I can still test if I wanted to. A win-win for the company. I'm going to enroll!"
And everyone in the CSR group lived happily ever after at Log Cabin Bedding Enterprises.